Billing errors. Please double check your statements.

Posts: 134 · Vonage Forum Senior Joined: Mar 23, 2005 Posts: 134

This thread is not to flame Vonage, but rather to help ensure that people double check their Vonage billing statement.

While looking over my billing statement today I noticed that it said that I was on an international call for 17 minutes. The charge was $1.02.

The reason it caught my attention was due to the fact that I don't make international calls.

A closer look at my billing call log showed that the number called was 1603335XXXX. This is my parents Vonage phone number which is a New Hampshire area code and exchange. How their system managed to believe that it was an international number is beyond me.

Upon closer inspection I noticed another thing that was suspect also. It was a call to my voice mail that lasted 1 hour and 17 minutes. Obviously I wasn't on the phone with my voice mail for that long. Nor would the voice mail system even allow me to stay connected that long.

Just thought I'd share in the event that this has happened to someone else.

Posts: 19 · Posted: Mon Oct 31, 2005 10:06 pm Post subject:

Well although yours is NOT a flame, my reply might be considered one.

In September of this year, I was billed for 2 called of exactly 4 hours each which occurred within 30 minutes of each other. I have a single line. I requested Vonage CS to investigate and they attempted to refund me a credit for the amount of the two calls. As it turned out, the amount was erroneous and I asked them to re-consider their credit and after a protracted exchange of emails they changed their credit and increased it to some other amount.

As i was dealing with this situation, it forced me to review that month's billing details more closely and I realized that 2 4hour calls were made to a number that was one I never called and I also realized it was made on a day and time when no one in my household was even home to make those calls.

So, now I'm asking Vonage to review what seems to be a very serious problem. Either their billing system has a serious bug or my account was breached some how.

Working with CS is somewhat taxing. We will see where this ends up. I would like to avoid any drastic action. I hope they take this situation seriously and try to solve it.

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

I wouldn't call that a flame. I hope Vonage tracks down the problem.

Posts: 122 · Posted: Tue Nov 01, 2005 6:01 pm Post subject:

Yeah, I had a similar problem myself recently. I looked at my account one night and noticed that I had been charged $0.70 for an international call that lasted 1 minute. Along with that, they added $0.02 for the FET. Well, of course, I hadn't called any International numbers. The only odd thing that happened to me recently was I had my phone number ported over from Verizon. I dialed 933 to test my 911 registration and instead of it coming back with a recording with my 911 status, it actually dialed 911!!! The 911 operator came on and I explained what happened and that was that --- or was it??? Apparently the Vonage system, for some reason, mistook me dialing 933 as me trying to dial an international number and therefore billed it as such. I explained my problem to Vonage CS (via phone and via their 'Request Credit' feature) and the charge was removed. YEAH!!!!!!!!!!!!!!!!!!!!!!!

On top of all of this, back during my first month of service (you know the first 30 days where you can try it out and cancel without any strings attached), I made a phone call that was over an hour long and that phone call never ever came through on my account and still hasn't 2 months later. It's no biggy now because I'm on the Unlimited plan, however, as part of the first 30 days cancellation policy, you can't use any more than 250 minutes. My point in saying all of this is having these kinds of problems (billing, call accounting), definitely leaves one to wonder about their bookkeeping practices!